Automation Conditions & Actions - Frequently asked questions
Frequently asked questions
What are time-based conditions in Zendesk automations?
Time-based conditions in Zendesk automations allow you to create rules based on the hours that have elapsed since a ticket update. These conditions include options like 'Hours since created', 'Hours since open', and 'Hours since solved'. These…
How do ticket status categories work in Zendesk automations?
Ticket status categories in Zendesk automations group various ticket statuses to streamline workflow management. They include categories like New, Open, Pending, On-hold, Solved, and Closed. These categories help organize tickets based on their…
What are the restrictions of using time-based conditions in Zendesk?
Time-based conditions in Zendesk automations come with several restrictions. They cannot be used in the 'Meet any of these conditions' section and require a nullifying condition to prevent continuous running. Additionally, these conditions only…
How can I use ticket priority in Zendesk automations?
Ticket priority in Zendesk automations can be used to set or filter tickets based on their urgency. The priority levels include Low, Normal, High, and Urgent. You can create conditions that select tickets across different priority settings. For…
What actions can be performed with Zendesk automations?
Zendesk automations can perform a variety of actions once all condition statements are met. These actions include updating ticket status, setting ticket priority, and adding or removing tags. For example, you can set an automation to change a…
How do custom ticket statuses affect Zendesk automations?
Custom ticket statuses in Zendesk allow you to tailor the ticket workflow to better fit your organization's needs. When activated, existing system ticket statuses become part of status categories. This means that any automations using these…
Can Zendesk automations update closed tickets?
No, Zendesk automations cannot update or change closed tickets. Once a ticket is closed, it is locked and cannot be reopened or modified by automations. This restriction ensures that closed tickets remain in their final state, preserving the…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
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